Make a Good First Impression
with Self-Service Moving
Offerings
By Luke Currin, Keenan Samuelson
May 17, 2016
First impressions, whether good or bad, can seriously influence how we perceive people, as
noted in the National Public Radio article You Had Me At Hello: The Science Behind First
Impressions and as we heard from some short interviews with our coworkers (Media 1).
MEDIA 1: E Source employees tell bad first-impression stories
E Sourcers have experienced their fair share of unpleasant first impressions. First,
analyst Keenan Samuelson describes a botched introduction for a college leadership
organization. Next, business line manager David Podorson recounts a friend’s terrible
first date. Then, project coordinator Austin Dever tells the tale of a memorable
volleyball game with middle-schoolers. Finally, senior analyst Jeffrey Daigle remembers
a faux pas a job candidate made when interviewing for a customer service rep position
at a contact center Jeffrey was managing at the time.
Utility customers’ first impression of their energy provider is the start-service experience. If
it’s cumbersome and drawn out, customers could expect that all future interactions with
their utility will be similarly unpleasant. Don’t underestimate the power of self-service to
surprise customers with how easy it is to check “start electric/natural gas service” off their
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moving list.
Our three-part report series about self-service options for moving transactions provides
utility customer experience and marketing professionals insight into how to empower
customers to start, stop, or transfer service on their own, giving customers more freedom
and control. This functionality can go a long way toward saving your customers time and
reducing their stress during a move. Self-service can also save utilities money because, on a
per-transaction basis, it’s less expensive than dedicating a call center representative’s time
to scheduling a start-, stop-, or transfer-service order.
Part one of the series—Sizing the Adoption Rate Potential for Self-Service Moving
Interactions (available to E Source E-Channel Service customers)—covers the potential
customer adoption rate of self-service offerings for moving transactions. Part two (available
to E Source E-Channel Service customers)—How to Optimize the Customer Experience of
Self-Service Moving Interactions—provides best practices on designing and optimizing the
customer experience of self-service moving transactions. Part three (available to E Source
Residential Marketing Service customers)—How to Market Your Online Start, Stop, or
Transfer Service Offering—guides utilities on how to run with that offering by marketing it to
the customer segments most likely to participate. Together, these reports provide the
strategic insights that utilities need to drive customers to use self-service channels for
moving.
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